---
schema_version: "1"
id: 7ea7ed5e70c429306ae26e481757757044f9ded256d901107664151d69e204ee
title: Create Automated Dialing Outbound Campaigns with Customer Profiles
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/voice_outbound_camp.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_outbound_camp.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 0207a671d74bd3e9036aa71a2a3f6e8710ea62dc9b80c71bbabdc0592f37784e
description: Amazon Connect Outbound Campaigns with customer profiles support Predictive and Progressive Dialing. This method uses AI to automatically manage the calling rate based on real-time rep availability. It connects reps only to live, human-answered calls, which improves rep efficiency and campaign effectiveness.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Create Automated Dialing Outbound Campaigns with Customer Profiles

Amazon Connect Outbound Campaigns with customer profiles support Predictive and Progressive Dialing. This method uses AI to automatically manage the calling rate based on real-time rep availability. It connects reps only to live, human-answered calls, which improves rep efficiency and campaign effectiveness.

This article applies to:

- Salesforce Voice with Amazon Connect (Outbound Campaign available as Add-on)
- Salesforce Voice with Partner Telephony from Amazon Connect

Make sure your Amazon Connect instance is on the latest version to ensure it supports all campaign features. If it's not on the latest version, use the Upgrade option in the Outbound campaigns section to upgrade your Amazon Connect Instance. Only an AWS root user can enable and set up Outbound Campaigns, see [Amazon Help: Set up Amazon Connect outbound campaigns](https://docs.aws.amazon.com/connect/latest/adminguide/enable-outbound-campaigns.html).

1. In your Amazon Connect instance in the AWS Management Console, set up Outbound campaigns and Customer Profiles. For details on enabling Outbound Campaigns and Customer Profiles, see [Amazon’s documentation](https://docs.aws.amazon.com/connect/latest/adminguide/enable-outbound-campaigns-customer-profiles.html). An example setup is:
    1. Enable Outbound campaigns in your Amazon Connect instance.
    2. Enable Customer Profiles in your Amazon Connect instance. Enabling Customer Profiles is mandatory for creating a campaign.
    3. Prepare your customer contact list as a CSV file. In the CSV file, the Customer\_id, and PhoneNumber fields are mandatory. Optional fields are Address, Address1, Address.City, Address.State, Address.Country, PostalCode, Event\_call, Ok\_to\_call, Ok\_to\_email, Campaign, AppointmentDate, AppointmentTime, CallerIdentity, CallStatus, EmailStatus.
        
        ![Sample CSV file](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_samp_csv.png)
    4. Upload the CSV file to your S3 bucket.
    5. Import the customer list into Customer Profiles in Amazon Connect. In the Data Source Integrations tab in the Customer Profiles section, select the S3 bucket where you uploaded the CSV file. Then, select the CSV file, and finish the import setup.
2. In the Voice setup, create a dedicated queue and contact flow for the campaign to avoid interfering with the inbound routing logic. You can clone the inbound contact flow to create a contact flow for the campaign.
    1. In the contact flow, add the **Check call progress** block. This block determines if a call is answered and ensures reps only receive live calls.
    2. Add a **Set contact attributes** block with the key as callOrigin and the value as Campaign. This attribute allows you to filter and create reports in Salesforce for campaign-specific calls in the VoiceCall object.
        
        ![Contact flow](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_contact_flow.png)
3. [Create the campaign](https://docs.aws.amazon.com/connect/latest/adminguide/how-to-create-campaigns.html). When creating the campaign, select **AgentAssistedVoice** as the delivery mode, and you must select the contact flow created for the campaign.

To update the customer profile list of the campaign, edit and upload the CSV file to your S3 bucket. The data integration syncs daily to update the Customer Profiles in Amazon Connect.

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png)

Note Unified Routing is not used to initiate calls in an Outbound Campaign. Amazon Connect manages the campaign initiation and dialing logic. Amazon Connect checks only the rep's status but not their real-time capacity. Unified Routing then routes the call to the rep.